Importance Of Ibm Certified Support Associate Certification
This Assistance Provider On-Boarding knowledge is mainly for associates who will
be interesting with IBM Tivoli in the supply of support to their end customers. This knowledge will protect the objectives of support shipping in performance and shipping as well as support procedures, sources available and resources that will guide you support our IBM application. IBM says about this, We value you as a Tivoli Assistance Company and it important to the IBM Customer Assistance company for you to comprehend IBM support involvement procedures as it provides a stage of reliability in the way IBM can handle our Customers. We will also figure out regularly our Partners to figure out procedure conformity and self-sufficiency.
Required Skill Level for IBM Certified Support Associate Certification
Basic Skill/Knowledge: Familiarity with basic functionality and concepts may need to rely on assistance from documentation or other resources.
Working Skill/Knowledge: Working knowledge of functionality and concepts can use product or explain concepts with little or no assistance.
Advanced Skill/Knowledge: Substantial experience with functionality or concepts can teach others how to use functionality or explain concepts.
Expert Skill/Knowledge: Extensive and comprehensive experience with functionality or concepts can create or customize code, architecture, or processes.
Certification Exam
IBM requires the candidates to pass only 1 exam in order to be an IBM Certified Support Associate professional. This exam is IBM test 000-023: IBM Tivoli Support Provider Tools and Processes.
Exam details are as follows:
Test 000-023: IBM Tivoli Support Provider Tools and Processes
This test contains 28 questions and time allowed is 60 minutes or 1 hour. Required passing score of this Test 000-023 is 78%. Test 000-023 is divided in 7 sections according to the core topics of the exam.
Section 1: Tivoli Worldwide Customer Support Overview
Support Provider's Level 1 and Level 2 roles and responsibilities.
Options available to our customers to obtain IBM customer support.
Section 2: Support Provider's Roles and Responsibilities
Support Provider Level 1 support procedures and problem determination activities.
Support Provider's Level 2 support procedures and problem determination activities.
Section 3: Terminology
Knowledge of various IBM Tivoli Support terms and definitions.
Section 4: Support Tools
Knowledgebase and Documentation
@RSSfeeds, IBM Support Assistant, IBM Education Assistant, Assist on Site, Support Technical Exchanges
IBM developer Works and communities such as Wikis and Webcasts
@Maintenance Delivery Vehicles (MDVs) utilized by Tivoli support
ESR/SR and Ecurep
Section 5: IBM Software Support Lifecycle Policy
Enhanced and Standard Support Lifecycle policies.
EOS (End of Service)
Section 6: Accessing IBM Tivoli Level 2 Support Procedures
Processes for Level 1 and 2 Support Providers to access IBM Tivoli Support. (@IBM Tivoli's standard Severity definitions and their associated response goals.)
Section 7: PMR Escalation
Escalation of a PMR using the Duty Manager and CSPO process.
An IBM Certified Support Associate in the area of IBM Tivoli Support Provider Tools and Processes is accountable for dealing with a wide range of queries or needs for assistance from their clients. The assistance company is accountable for the possession and quality of these queries and may perform with IBM Tivoli Support where appropriate to take care of them.
by: Colleen S. Lee
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